FAQ
Find quick answers to common questions about SignDex accounts, signing, billing, security, and document workflows.
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Getting Started with SignDex
What is SignDex?
Who can use SignDex?
SignDex can be used by business users, signers, approvers, administrators, and external guests who are invited to take action on a document.
Do I need a SignDex account to sign a document?
Not always. SignDex supports guest signing when the sender invites an external signer.
How do I access a document that was sent to me?
You will receive an email notification with a secure link. Open the link, review the document, complete the required fields, and submit your action.
Is there a free plan available?
SignDex does not currently offer a permanent free plan. However, new users is eligible for a free trial to explore SignDex features before subscribing to a paid plan.
Can I use SignDex during a free trial?
Yes. SignDex may provide a trial period for 30 days where users can create, send, sign, approve, and track document workflows. The exact trial duration and available features depend on the subscribed trial plan.
What payment methods do you accept?
SignDex currently supports offline payment for B2B customers. Payment details and billing arrangements will be provided during the subscription or onboarding process.
What is a digital signature?
A digital signature is a secure, certificate-based method used to verify who signed a document and whether the document was changed after signing.
How is a digital signature different from a handwritten signature?
A handwritten signature is a physical mark written by a person. A digital signature uses cryptographic technology, a digital certificate, and validation information to help prove signer identity and document integrity.
How is a digital signature different from an electronic signature?
An electronic signature is a broad term for signing electronically, such as clicking to sign or placing a signature image. A digital signature is a stronger type of electronic signature that uses a digital certificate and cryptographic protection to make the signed document tamper-evident.
Why should I use a digital signature?
Digital signatures help reduce paper handling, speed up approvals, protect document integrity, and provide stronger evidence of who signed and when the signing took place.
Can someone modify a signed PDF?
If a signed PDF is modified after signing, the PDF viewer may show that the signature is invalid or that the document has been changed. This helps recipients detect tampering.
Can I validate a SignDex-signed PDF in the future?
SignDex is designed to support long-term validation features such as timestamping and certificate revocation information, where enabled. This helps signed PDFs remain verifiable over time.
How do I check the validity of the digital signatures on the signed document(s)?
You can open the signed PDF using a PDF reader that supports digital signature validation, such as Adobe Acrobat Reader. The PDF reader will show whether the signature is valid, whether the document has been changed after signing, and whether the signing certificate can be trusted.
Will the digitally signed documents from SignDex expire?
No. Once a document is digitally signed, the signature remains embedded in the PDF. SignDex uses PKI-based digital signing with timestamp information to help verify who signed the document and when it was signed.
Even if the signer’s digital certificate expires later, the signed document can still be validated, provided the signature, timestamp, and certificate information remain valid and the document has not been altered after signing.
Are digital signatures accepted for all types of documents?
Qualified digital signatures may not be accepted for certain documents that require physical signing, notarisation, witnessing, stamping, or specific legal procedures. Users should confirm the requirements based on the document type and applicable law before signing digitally.
For example, under Malaysia’s Electronic Commerce Act 2006, electronic execution does not apply to certain documents, such as power of attorney, wills and codicils, trusts, and negotiable instruments.
Are digital signatures legally recognized in Malaysia?
Are SignDex signatures valid outside Malaysia?
Is every document suitable for electronic or digital signing?
What is a Certificate of Completion or audit trail?
What is PAdES?
What is LTV or long-term validation?
How do I sign a document in SignDex?
Open the signing link from your email, review the document, complete all required fields, apply your signature, and submit the signed document.
Can I sign without installing software?
Yes. SignDex signing is web-based. You can sign using a supported browser without installing a desktop application.
Can I sign from a mobile device?
Yes, SignDex can be accessed from supported mobile browsers. Dedicated mobile applications may be introduced separately.
Can I sign offline?
No. SignDex requires an internet connection to open the secure signing session and submit the completed action.
Can I reject or decline a document?
Yes. If you are not willing or not able to sign or approve a document, you may reject it. Rejection may stop the workflow depending on the workflow setup.
Can I change my signature image?
Yes. Users may update their signature or initials image. For consistency, the same selected signature image should be used within the same envelope once signing starts.
What image formats are supported for signature and initials upload?
Signature and initials images should be uploaded in supported image formats such as PNG or JPG. The maximum image size is 2 MB.
Can I download the document before completion?
What happens after everyone completes their action?
The envelope is marked as completed. Participants can be notified and the completed signed PDFs can be downloaded according to the organization’s settings.
What happens if my signing link expires?
For security, some signing links may expire. If your link has expired, request a new link from the signing page or contact the sender or support team.
What file type does SignDex support?
SignDex supports PDF documents for signing workflows.
What is the maximum file size?
The current expected limit is 25 MB per PDF file.
How many documents can be added to one envelope?
The current expected limit is up to 5 PDF documents in one envelope.
What output format will I receive after signing?
Completed documents are provided as signed PDF files.
Can a sender upload a document that is already digitally signed?
No, this should be avoided since uploading a previously signed PDF may affect the existing signature validity.
What workflow types does SignDex support?
SignDex supports common workflow types such as sequential signing, parallel signing, approval workflows, quorum workflows, and mixed workflow arrangements where supported.
What is a sequential workflow?
In a sequential workflow, participants take action in a defined order. The next participant is notified only after the previous required participant completes their action.
What is a parallel workflow?
In a parallel workflow, multiple participants can take action at the same time.
What is a quorum workflow?
In a quorum workflow, the sender sets the minimum number of required participants who must complete the action. Once the required number is reached, the remaining participants may no longer be required.
What participant roles are available?
Common roles include Signer, Approver, and Receives a Copy. A signer signs the document, an approver approves or rejects the document, and a copy recipient receives the completed document or notification.
Can one envelope be sent to multiple people?
Yes. A sender can invite multiple participants to one envelope.
What is the maximum number of participants in one envelope?
The current expected limit is up to 10 participants per envelope, including signers and approvers.
Can an approver approve without signing?
Yes. An approver may approve or reject a document without placing a signature, unless the sender assigns required fields to the approver.
Will recipients who only receive a copy need to take action?
No. Recipients who only receive a copy do not sign or approve. They are notified after completion.
Can a signer reject a document?
Yes. A signer can reject the document. Rejection may stop the workflow, depending on the workflow type and product configuration.
Does SignDex send reminders?
Yes. SignDex can send reminders based on the envelope expiry date and reminder settings configured by the sender or organization.
Can a sender set an expiry date?
Yes. The sender can set an expiry date for the envelope. The current expected expiry range is 3 days to 3 months. If the sender does not configure an expiry date, the default expiry period will be 30 days.
Can signed documents be deleted?
Can a deleted document be restored?
Deleted documents are not recoverable. Users should confirm their retention, backup, and audit requirements before deleting documents.
What is eKYC?
eKYC means electronic Know Your Customer. It is an online identity verification process used to verify a person’s identity before allowing certain signing actions.
When is eKYC required?
eKYC may be required when a signing transaction requires higher identity assurance, a regulated certificate, or compliance with a specific legal framework such as Malaysia’s Digital Signature Act process.
How long does eKYC verification take?
eKYC verification is usually completed within 2 minutes for most users.
However, it may take longer if the submitted photo is unclear, the required document is incomplete, or additional review is needed due to issues such as facial mismatch or an expired ID.
What documents are accepted for eKYC verification?
Accepted identity documents may include MyKad for Malaysian users and passport for non-Malaysian users.
The accepted document type may vary depending on the user’s country, verification provider, and applicable regulatory requirements.
What information is required for eKYC?
Requirements depend on the country and identity verification provider. For Malaysia, this may include MyKad images and a selfie. For non-Malaysian users, passport information and a selfie may be required.
Can I sign if I fail eKYC?
If eKYC is required for that document, you may not be able to continue signing until verification is completed. If eKYC is not required, the sender may allow a lower-assurance signing method.
How often do I need to complete eKYC?
1 year, but this depends on the identity verification policy, certificate requirement, and retention rules.
Why is eKYC important?
eKYC helps reduce identity fraud, improves confidence in the signer’s identity, and supports higher-assurance signing use cases.
How secure is the eKYC process?
eKYC information is submitted securely and protected using encryption. The information is used only for identity verification and digital certificate registration purposes, where required. SignDex may use trusted eKYC providers with liveness detection and anti-spoofing checks to help prevent identity fraud.
Is eKYC free to use?
No. eKYC is charged per verification and may not be included by default in all plans.
What is a Certification Authority?
A Certification Authority, or CA, is a trusted entity that issues digital certificates used to identify signers and support digital signatures.
Why is a CA needed?
A CA helps establish trust by issuing and managing certificates. In digital signing, the certificate helps connect a signer’s identity to the digital signature.
What type of certificates can SignDex support?
SignDex may support certificates issued by SignDex-managed CA infrastructure and/or integrated public or licensed Certification Authorities, depending on the customer setup and signing requirement.
What is the difference between a SignDex certificate and a regulated DSA certificate?
A SignDex certificate is used for general signing use cases, while a regulated DSA certificate is issued through a licensed CA process for transactions that require that level of assurance.
What certificate standard is used?
Digital certificates commonly use the X.509 standard. Confirm the exact profile and certificate policy before publishing technical claims.
Does SignDex support timestamping?
Yes, SignDex is designed to support timestamping where configured. Timestamping helps prove when a document was signed and supports long-term validation.
What happens when a certificate expires?
If a certificate expires, SignDex or the integrated CA will issue or renew a certificate seamlessly before the next signing action.
Can users manage their own profile?
Yes. Users can manage personal profile details.
What user roles are available?
The common roles are Member and Administrator.
What can an administrator do?
Can users reset their password?
Yes. Users can reset or change their password using the account recovery or password settings flow.
Can users change their registered email address?
No, changing a registered email address is restricted for security and audit reasons.
Can users delete their account?
Account deletion depends on organization policy, document ownership, audit requirements, and retention rules. Only administrators can perform user deletion.
Can a deleted user sign up again?
A deleted user may be able to register again, depending on organization policy and whether the email address is allowed to be reused.
Can users create templates?
No. only Administrators are allowed to create templates for repeated document workflows.
Can SignDex show document status?
Yes. SignDex shows document and workflow status so users can track pending, waiting, completed, rejected, expired, or other relevant states.
How does SignDex protect signed documents?
SignDex uses secure workflow controls, access controls, audit logs, digital signing technology, and document integrity checks to help protect signed documents.
Are signed PDFs tamper-evident?
Yes. Digital signatures help make signed PDFs tamper-evident. If a signed PDF is changed after signing, the signature validation status will show that the document has been modified.
Does SignDex keep an audit log?
Yes. SignDex records important activity events such as document creation, participant notification, signing, approval, rejection, completion, expiry, and deletion where applicable.
Where are SignDex documents stored?
Can my organization configure its own file storage?
Who can access my documents?
Only participants who included in the same workflow can access the document during the signing process. After the document is completed, the organization administrator can also access and manage the completed documents.
Are API keys visible to all users?
No. API credentials should be restricted to organization administrators only.
Does SignDex offer SaaS deployment?
Yes. SignDex is a SaaS solution.
Does SignDex offer on-premises deployment?
SignDex may support on-premises or private deployment for enterprise customers, subject to commercial and technical assessment.
Can SignDex be hosted in Malaysia?
SignDex can support Malaysia-based hosting depending on the deployment model and customer requirement.
What SLA does SignDex provide?
SignDex provides standard 8×5 SLA support, during business hours on business days. Support requests can be submitted through the official support email.
Can SignDex support global enterprise use?
SignDex is intended to support enterprise signing workflows. For global use, customers should review local legal, privacy, identity verification, and data residency requirements.
Can SignDex support compliance frameworks such as eIDAS, ESIGN, UETA, or other regulations?
SignDex aims to support international compliance requirements, but customers should confirm whether their specific use case, certificate type, and signing workflow meet the applicable regulation
Can SignDex integrate with my company’s application?
Yes. SignDex can support integration through APIs, subject to the subscribed plan and available API scope.
What type of API does SignDex provide?
SignDex supports REST API integration.
How do I get API credentials?
Organization administrators can generate or access API credentials from the SignDex admin settings, depending on the subscribed plan.
Does SignDex integrate with Google Drive, Dropbox, or OneDrive?
Not currently supported, cloud storage integrations is roadmap for future releases.